Module 3 Lab (Part 1)
Computerizedtestphobia (com pu ter ized test fo bia) – n. The fear of completing an exam through the use of computer. Usually related to the mistrust or unfamiliarity with technology.
Lecturecoma (lec ture co ma) – n. A zombie-like state of being caused by listening to constant lecture with limited body movement.
Simulametion (sim u lame tion) – n. The point during simulation where unwilling students realize they must invoke their inner actor/actress, and they are not happy about it.
Module 3 Lab (Part 2)
Tech support is one of those fields that if someone knows you’re an expert; they think you’re an expert in everything with a screen. As I grew in my position as a support technician for classrooms, conference rooms and offices, I realized that I needed to make more time available to take a strategic approach. I initially thought that cloning myself was the only option to make this time available. I also thought that the helpdesks available to users for certain services were not meeting the needs of our users and they could not play a role in expending the time I would have available to take a higher level view of our organization. After taking some time to think about how the day-to-day functioned, I realized that I was enabling users to bypass the helpdesk systems. I was not setting expectations and this created an environment full of last minute requests and only one person who could help them.
I originally defined this issue based on my own view I was seeing day-to-day. In my area there are a lot of gray areas around the question of who supports what and it is a challenge to manage the workflow in this type of environment. I had an “it is what it is” mentality. More and more people were coming to me everyday to fix problems of all sorts and I never really asked why. I realized that it was because I was successful which caused them to come back for future problems and send their colleagues as well. It started with a lot of quick simple requests, but the requests grew in size and difficulty. My customers received quick responses, I went above and beyond for all of them, but it was not sustainable. By defining the true problem, I was able to redefine the expectations of my position and train users to follow specific procedures depending on the type of technology issue they encountered. I also learned that feedback is a gift and I was able to work with the helpdesk to share our user’s concerns and build my (and our user’s) confidence in the helpdesk system. By reexamining and redefining my problem, I realized that I was the cause, but I also had the ability to be the solution.